Call Screening no longer works

I have the Classic Phone Tools & Intel 537EP V9x DFV PCI modem which came with Dimension 4700.  Within the last 10 days I have had problems with the call screening.  I can't hear the person on the other end.  I called BVRP who had me remove the modem and then reinstall it.  Also did the same with Classic software.  This did not help.  Told me to call Dell (boy, what a big help they are!!!!, don't know their a$$ from a hole in the ground) to have modem checked or see about new drivers.  This very unintelligent guy is relating my problem to internet connection.  I don't have dial up as I have cable modem for internet.  I just couldn't get him to understand this.  Then he says my modem is not the kind I can use for call screening.  DUH, it had worked in the past.  Of course then they always say it is a "software problem" which is not covered and they charge an outrageous fee for advice.  I tried to explain that I had uninstalled the Classic software and downloaded and installed it new.  I have checked the volume on modem and the Classic software and they are turned on.  I need to know how to remedy this as it is a recent problem and had worked

 

DELL IS USELESS.  THIS IS MY FIRST AND LAST DELL COMPUTER AND IT IS NOT EVEN A YEAR OLD YET.